Technical Support Specialist

We’re looking for a motivated, knowledgeable Technical Support Specialist to be the first line of support for our enterprise-wide physical security systems - triaging inbound tickets, troubleshooting issues and dispatching field staff to keep every client system running. You’ll serve as a key member of our service engineering team, providing day-to-day technical support to keep our clients’ people, facilities, and assets protected. Local, commutable candidates to the Lehigh Valley, PA Only (No 3rd-party applications) Primary Duties & Responsibilities

• Answer inbound technical support requests and serve as the primary point of contact for initial customer response upon ticket submission, providing first-line troubleshooting and ensuring timely acknowledgment and clear expectations for resolution
• Triage and disseminate incoming service tickets, assigning them to the appropriate technical resources based on skill set, location, and urgency
• Schedule and dispatch field technicians for on-site appointments, coordinating directly with customers to confirm availability and access while ensuring the highest level of customer satisfaction
• Troubleshoot, diagnose, and resolve hardware, software, and network/system problems, including troubleshooting and programming of commercial access control, IP CCTV, wireless network, and intrusion detection systems
• Configure and install network devices and services, including routers, switches, firewalls, load balancers, VPN, and QoS
• Monitor network performance and system resource utilization, performing maintenance, upgrades (service packs, patches, hot fixes, security configurations), disaster recovery operations, and data backups to maintain maximum availability, reliability, and capacity
• Assist technicians, project managers, and post-sales engineering with technical support, issue resolution, and redesigns as needed
• Maintain detailed, accurate configuration management documentation for client sites, and ensure all service communication and documentation is complete and accurate

• Cultivate client relationships into long-term partnerships, and contribute to a healthy, positive team culture

• Complete internal projects and other duties as assigned by company management

• 3+ years of IT technical experience, including IP networking (TCP/IP), switching, firewalls, Microsoft and Linux platforms, storage arrays/SAN-NAS technologies, wireless infrastructure, and various network types (LAN, WAN, WLAN, VoIP)
• Understanding of networking protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS) and the OSI/TCP-IP model
• Strong understanding of network infrastructure and hardware, with the ability to troubleshoot devices such as wireless access points, firewalls, routers, switches, and controllers
• Hands-on experience with monitoring, network diagnostic, and network analytics tools
• Ability to create, read, and interpret network diagrams, wiring schematics, and blueprints for design, planning, and documentation of communication systems, and to provide detailed information for hardware and software selection
• Strong analytical, mechanical, and problem-solving skills, with the ability to think through problems and visualize solutions
• Ability to quickly learn new or unfamiliar technologies through self-directed research, continuing education, and professional development (e.g., conferences, industry publications)
• A self-starter able to work independently or as part of a team, comfortable interacting with all levels of staff within and outside the organization
• Excellent verbal and written communication, organizational, and multi-tasking skills in a fast-paced environment

• Preferred Qualifications: Previous experience in IT, security, or systems support - such as network administration or Access Control & CCTV systems in a commercial environment Work Environment & Physical Demands

• Regular and Timely Attendance
• Full-time position with standard working hours
• Must be able to stand or sit for long periods of time (up to 4 hours)
• Comfortable using computers, tablets, and mobile applications as part of daily workflow
• Must pass initial and random substance abuse tests & background checks

• $20.00 - $25.00 per hour, based on experience and qualifications
• Company 401k with a 100% match on the first 6% of contributions
• Medical, Dental & Vision Benefits
• Flexible vacation / paid time off (subject to company policy)
• Salary increases based on job performance, ability to handle increasing levels of responsibility, completion of relevant manufacturer certifications, and overall state of the company
• Professional development plan designed to help you achieve your professional goals

TWG Security turns passive security systems into proactive ones. Since 2007, we’ve designed, installed, and serviced integrated enterprise security for organizations across Eastern PA and NJ - recognized by Inc. 5000 and Lehigh Valley Business as one of the fastest-growing companies in our industry and region. We partner with Motorola Solutions/Avigilon, Verkada, Axis, Network Optix, Genea, Peplink, and Software House to give clients big-player capability with local, face-to-face service.